Homelessness Support

Our IAP team can help you access emergency accommodation and begin working with you on a longer-term housing solution.

If you’re experiencing family violence, we can support you to access emergency accommodation and help with longer-term housing.

Please contact our IAP Team to learn more. If you would like to speak confidentially to another woman for support and information about your legal rights, accommodation options, and other services. Call Safe Steps on 1800 015 188 ( 24/7, free call).

Our IAP Team specialise in housing but can help connect you to other services and supports based on your needs. Some examples include:

• Meals and food relief.
• Health care, including mental health services.
• Family and community supports.
• Financial counselling.

If you’re outside our catchment, call the Victorian Statewide Homelessness Line on 1800 825 955 (24/7). You’ll be directed to the nearest homelessness service. After hours, your call may go to Salvation Army Crisis Services.

You can also visit the DFFH website to find out more and get help with accessing housing in your area.

Our Private Rental Assistance Program (PRAP) is able to help if you meet the below eligibility criteria:

Your rent must be less than 55% of your household income.

• You live in Hobsons Bay, Maribyrnong, Melbourne (excluding the CBD), Moonee Valley or Wyndham LGA.
• If you are eligible, we can assist with rent arrears, paying rent in advance and support applying for a new rental.

If you’re outside these areas, call 1800 825 955 or visit the DFFH website for help.

To learn more or apply, visit our PRAP page.

To be eligible, you must:

• Be at least 16 years old.
• Be experiencing homelessness or at risk.
• Have a low income (as defined by the Department of Families, Fairness and Housing (DFFH).
• Be listed on the Victorian Housing Register.

Please note: Eligibility for social housing is managed by the DFFH, not Unison.

You can’t apply directly for transitional housing. Referrals are made by support services based on need and availability. For example Unison’s Make Room, which is a transitional housing development prioritises people based on the Name List (BNL). The BNL is a point-in-time tool that measures the level of homelessness within Melbourne and on a case-by-case basis.

Transitional housing in Victoria is provided by the Department of Families, Fairness and Housing (DFFH) and managed by Community Housing Organisations, such as Unison, in partnership with a wide range of support agencies.

While you cannot apply to transitional housing directly, if you live in Melbourne’s West, our Initial Assessment and Planning (IAP) Team can help you determine your housing options. Please contact us or visit us to find out more:

Seddon

• Call: 03 9689 2777 (Mon–Fri, 9am-5pm)
• Drop-in: 112-122 Victoria Street, Seddon VIC 3011 (Mon-Fri, 9am-1pm)

Werribee

• Call: 03 9216 0300 (Mon-Fri, 9am-5pm)
• Drop-in: 70 Cottrell Street, Werribee VIC 3030 (Mon–Fri, 9am-1pm)

Alternatively, you can fill out a short needs assessment online by completing the IAP Application Form.

If you are outside these areas, call the Victorian Statewide Homelessness Line at 1800 825 955 (open 24/7) for help.

The length of stay in transitional housing varies depending on individual circumstances and the specific program. Generally, transitional housing provides accommodation for up to 12 months, with some programs offering up to 18 months for young people.

Transitional housing programs offer various types of accommodation to support individuals in finding more permanent housing solutions. These programs often include share houses, single properties, and community-managed studio units.

In transitional housing, rent is typically calculated based on a percentage of the renters assessable income, often around 25-30%. This includes wages, Centrelink payments, and other relevant income.

The support provided during the transitional housing period aims to prepare renters for stable, long-term housing solutions by building rental history and addressing any barriers to permanent accommodation. It is the hope that upon leaving transitional housing, renters have secured long-term accommodation, whether in public housing, community housing or the private rental market.

If a renter requires additional time in transitional housing beyond the standard period, this is assessed on a case-by-case basis. Extensions may be granted depending on individual circumstances, progress towards securing permanent housing, and availability of resources.

While living in transitional housing, renters have dedicated support from both a Place Manager and a Support Worker. The Place Manager assists with tenancy management and is the main point of contact for property-related enquiries. The Support Worker collaborates with renters to prepare for long-term housing, offering assistance with budgeting, connecting to other support services, and providing information on employment and relevant training opportunities. Their goal is to support you on your journey toward stable, long-term housing.

Transitional housing and emergency housing serve different purposes. Transitional housing provides short-to-medium accommodation for individuals experiencing homelessness or at risk of being homeless, focusing on supporting them toward stable long-term housing. Emergency housing, on the other hand, offers immediate shelter for individuals in crisis situations, such as domestic violence or sudden homelessness. If you need emergency housing and live in Melbourne’s West, please contact our Initial Assessment and Planning (IAP) Team:

Seddon

• Call: 03 9689 2777 (Mon–Fri, 9am-5pm)
• Drop-in: 112-122 Victoria Street, Seddon VIC 3011 (Mon-Fri, 9am-1pm)

Werribee

• Call: 03 9216 0300 (Mon-Fri, 9am-5pm)
• Drop-in: 70 Cottrell Street, Werribee VIC 3030 (Mon–Fri, 9am-1pm)

If you are outside these areas, call the Victorian Statewide Homelessness Line at 1800 825 955 (open 24/7) for help.

At Unison, we’re committed to listening, learning, and improving. Whether you have a question, idea, concern, or just want to connect — we’re here and ready to listen.

General Enquiries: We’re always open to new ideas and feedback — it helps us grow and better support our community. Feel free to reach out anytime. Your voice matters here.

Concerns & Complaints: We welcome complaints as an important part of improving what we do. If something hasn’t gone right, letting us know gives us a chance to make it better — for you and for others in our community.

How to Submit Feedback, a Complaint, or an Appeal:

• Online: via online form 
• By phone: 03 9349 0250
• In person: Visit any Unison office (Monday to Friday, 9am–5pm)
• In writing: PO Box 12145, A’Beckett St, Melbourne 8006

Submit feedback or a complaint 

Once submitted, you’ll receive a confirmation message and a team member will follow up with you.

Our Complaints Policy

Unison’s Complaints and Feedback Policy outlines how we;

• Provide any person with the opportunity to provide feedback, make a complaint or appeal against a Unison decision or provision of service.
• Manage the feedback, complaints and appeals process.
• Use feedback to identify opportunities for the improvement of our services.

As a housing provider, Unison can respond to matters within our scope, such as tenancy, property management, and service delivery. We cannot resolve complaints about individuals in public spaces or matters outside our legal responsibilities.

For issues outside our scope, you may contact:

• Victoria Police – online or call 000 in emergencies
• Ambulance Victoria – 000
• Psychiatric triage – 1300 657 259 (available 24/7)

Yes. All complaints and appeals are handled confidentially and in accordance with privacy legislation. No identifying information will be shared without your permission. Learn more in our Privacy Policy & Collection Notice. 

Absolutely. Whether it’s a compliment, suggestion, or concern, your feedback helps us improve and better support our community.

Acknowledgement – You’ll receive confirmation that your complaint has been received.
Assignment – A dedicated complaints officer is assigned to your case.
Investigation – The officer investigates the issue thoroughly and fairly.
Communication – You’ll be contacted in writing with:

• The name of the person handling your complaint
• Your complaint reference number
• The next steps in the process

Resolution – You’ll receive a written outcome. If the issue is resolved, the complaint is closed.
Appeals – If you’re not satisfied with the outcome, you can request an internal review or escalate to an external body.

Unison aims to respond within 30 days. If more time is needed, we’ll inform you in writing with an explanation and your rights.

You can escalate your complaint to:

• Department of Families, Fairness & Housing (DFFH) 
• VCAT
• Consumer Affairs Victoria 

Yes. You can contact:

• Council to Homeless Persons’ Homelessness Advocacy Service – 1800 066 256
• Tenants Victoria – 03 9416 2577